About AgodaAgoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.Our Purpose - Bridging the World Through TravelWe believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.Get to Know our Team:The Customer Experience Group of Agoda effectively serves our customers and partners to ensure satisfying results. This great task is accomplished with the support of our Global Service Vertical team. We serve as the backbone for Customer Experience Group’s global operations. Our team is comprised of project managers, process owners, analysts, and talent management. Together we work nonstop to improve the quality and efficiency of our customer and partner support processes. Working with the Global Service Vertical team is a great opportunity to collaborate with various stakeholders and develop initiatives with our sister companies and external partners all over the world. We are a very data-driven environment, eager to move fast and learn through experimentation. A clear focus on supporting our customers and partners is bolstered by a strong, entrepreneurial culture that enriches us and Agoda’s business performance.The Opportunity:We are looking for an Associate WFM Manager to support our growing CEG team. You will help manage the long-term forecasting, ensure strategic goals are met through forecast modeling, collaborative planning, and effective communication with various teams within CEG and other departments.You also need to have good story telling abilities to be able to explain and drive conversations with senior leaders within CEG.ACTIVITIES PERFORMED ON THE JOB:
Lead Planning and forecasting for one or more products in CEG and manage end to end interactions with Senior leadership, Operations, Finance, etc
Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat/Messaging, and future additional channels.
Communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary.
Collaborate with other departments, team managers, Operation Leaders to identify opportunities for improvement of resource utilization.
Lead/participate in workforce management-related projects with various teams within and outside CEG.
Communicate with Senior leadership team and recommend actions related to forecasting and resource planning.
Collaboration with wider WFM team and WFM Leadership team by providing input on decisions or updates and be open and constructive about what is not working well and how the group can improve.
Opportunity to lead a team of WFM by managing their performance and deliverables.
EXPECTATIONS - BEHAVIORS AND VALUESBehaviorDefinitionContinuous improvementRegularly identifies improvement opportunities, quantifies them, and follows through to measurable/demonstrable outcomes. Embraces both successes and failures to learn and maximize the benefit.Embraces and drives change, is open and supportive of improvement opportunities identified by others.Deliver better togetherCollaborates and engages with colleagues and broader Agoda teams to share ideas and learning and work together toward shared ambitions.Is respectful to colleagues, open to different perspectives /viewpoints, and positively contributes to discussions.Enable others` successIs committed to building and nurturing a culture of frequent feedback, coaching and career development. Provides clarity on accountabilities and goals and progress.Regularly takes the opportunity to connect and align teams and team members to the Agoda/CEG strategy, making these relevant and digestibleCOMPETENCIES REQUIREDAnalytical Ability & Problem SolvingCan visualize, articulate, conceptualize, or solve both complex and uncomplicated problems using the data available.Decision making abilitySet a course of action purposely chosen from different alternatives to achieve company objectives.Effective communication (Verbal and written)Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point SkillsFlexibility and AgilityCan adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment.KPI managementCreate and execute a KPI plan designed to help achieve and evaluate the success in reaching the company goals.Listening and influencingPractices attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals.Process ImprovementOrganize, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place.ReportingBe able to confidently give a written account of business metrics, projects and team performance based on data, observations, or investigations.Result drivenDriving high standards to accomplish challenging goals. Works hard to achieve them.Time / workload management & prioritizationCreating a work environment where tasks and responsibilities are accomplished successfully within the time available.CoachingSupport and develop team members to achieve a specific personal and professional goal by guiding and training.Develop and Manage teamGovern and coordinate the team to perform in their job. Learn the skills, potential and ambitions of the team members and define long term success.Operational Planning & CoordinationCreate and execute a detailed plan with the aim to provide a clear vision on how the team, department will contribute to the achievement of the company’s strategic goalsPeople trainingIdentify training needs, create, and develop trainings to help team member’s specific knowledge or skill to improve performance in their current roles.PresentationClearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.Team level KPI managementCreate and execute a team KPI plan designed to help achieve and evaluate the success in reaching the company goals.It’s Great If You Have:
Experience in SQL or R or Python
Experience in data visualization tool (Tableau)
Experience in Verint Impact 360 Workforce Optimization software or similar tool
We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.Equal Opportunity EmployerAt Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.
